Mappin & Webb

We arrived on Saturday for an appointment I had booked to be ignored by every single member of staff in the shop. We waited for 15 minutes and decided to leave after not even being acknowledged, we then came back an hour or so later to have the exact same experience. Great if you just want to browse, but wouldn’t recommend if you actually want to speak to someone or make a purchase.

Very excellent experience. Attendant was with me with minutes of being in the store. Stayed nearby while I browsed in case I had any questions. Was able to get me the watch or choice fairly quick. Watch had extremely minor surface damage that was near imperceptible to the human eye but otherwise beautiful. Second member of staff came over to engage in small talk during the process. Offered drinks while we waited. Overall an excellent service, if a bit of a long and tedious one.

If not for being in another country, I would most certainly visit this store again for my next purchase in the future.

-Devon Tripp

Excellent customer service shown by Kris and another lady who kindly resized a omega watch bracelet. Kris was a pleasure to talk to with a very sincere and hospitable service - thank you Kris for your generosity and wishing you all the best until next time.

Very impressed with Kristaps today. He helped me with all my questions, also a watch adjustment, and was both skillful and knowlegeable. Thanks, you made shopping a pleasure.

I just wanted to give a shout out to Kris, the Deputy Manager at Mappin and Webb in Guildford. I went in this week to have a link taken out of a watch I brought somewhere else and was half expecting a charge. Not only was the work done foc but the professional and polite service was noteworthy. We joked about jewellery for Christmas presents and if I do Mappin and Webb in Guildford will be the first place I head. Well done, its great to see someone who still cares about service.

Can't recommend highly enough based on my experience. Staff very polite and attentive. Left an engagement ring for resizing, the result and the pricing was great. Would definitely be coming back.

Lovely shop with genuinely lovely staff, Kris in particular was unbelievably helpful, and very knowledgeable about my issue with a Breitling. Cannot recommend highly enough! Well-deserved 5 stars

AVOID IF BUYING A PRESENT FOR CHRISTMAS. Came in on 12th December to buy a new Cartier Watch for my wife. Though it wasn’t in store, Was PROMISED, repeatedly, it would be with me within 7 days and therefore well before Christmas. Get an email 7 days later telling me it was “delayed”. I call customer service who advised me it will be “after Christmas” and then later confirm on the phone it will be 4-6 weeks. Ask for a refund, money (£3000) won’t be returned for up to 5 working days (after Christmas!). COMPLETELY let down sales consultant Lauren who promised the item would arrive in time for Christmas but I now have no watch and no money returned and unable to rectify the issue so late in the day.

Selling stock they didn’t actually have to sell!

DISGRACEFUL WAY TO TREAT A CUSTOMER, MY FIRST EVER NEED TO LEAVE A GOOGLE REVIEW. DON’T TRUST THEIR “PROMISES”. AVOID AVOID AVOID.